Guest Relations Officer – Mandarin Speaker

About the role

The Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.

Key responsibilities

• Achieve LQA audit results of 85% or higher.
• Maintain Customer Satisfaction Survey scores of 5 or above.
• Promote the hotel and its outlets.
• Minimize guest complaints, follow up efficiently and report to the Operations team.
• Assist with reception duties when needed.

Required profile

• Indonesian citizen fluent in spoken and written Mandarin.
• Proficient in English; additional languages a plus.
• Minimum 2 years experience in hospitality, customer service or a similar role.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and multitasking abilities.
• High level of professionalism and customer‑service orientation.